Services Out Of Hours Call Handling

Out-of-Hours Call Handling Service in the UK

At Lemon Contact Centre, we provide professional out of hours call handling for businesses that need continuity beyond standard working hours. Our UK-based team operates 24/7, ensuring every call is answered, assessed, and managed in line with your agreed procedures. From emergency incidents to routine enquiries, we keep your business operational and responsive at all times.

Speak to a specialist

Lemon Contact Centre operators wearing headsets for call handling

Out-of-hours cover with reporting and escalation

Our UK-based contact centre provides 24/7 out of hours call handling, supporting your business whenever internal teams are unavailable. Our operators follow your procedures precisely, managing calls during evenings, weekends, and public holidays to ensure consistent handling and clear outcomes. We also provide structured reporting and recorded calls, giving full oversight of call volumes, escalations, and outcomes.

24/7 UK-based out of hours call handling and email management

Fully UK-operated contact centre, available around the clock

Out of hours specialists with over 20 years’ industry experience

ISO9001 and ISO27001 certified operations & PCI-DSS compliant

All calls recorded to ensure accountability and transparency

Dedicated UK account manager for service governance

A fresh, dynamic approach to call management. We’re here to help your business with our bespoke contact centre solutions

Emergency out-of-hours call handling

When critical situations occur outside normal working hours, fast and accurate call handling is essential. Lemon Contact Centre provides a 24/7 emergency out of hours call handling service in the UK, ensuring urgent calls are handled, prioritised, and actioned promptly across nights, weekends, and bank holidays.

Our UK-based operators work to your agreed procedures and call handling protocols, managing emergency calls consistently and compliantly at all times. Where required, our team can work directly within your systems to log incidents, update records, raise tickets, and dispatch on-call personnel, ensuring actions are taken in real time rather than simply relayed.

Every emergency interaction is recorded and captured through structured reporting, giving you full visibility over call volumes, response times, escalation outcomes, and unresolved issues. This provides clear oversight, supports continuous improvement, and ensures your business maintains operational continuity and control during out-of-hours periods.

Out of Hours Call Handling. Speak to a specialist today.

24/7 Availability UK based Bespoke service

0800 612 7595

No. of employees:

1-20

21-100

101-500

500+

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What is out of hours call handling?

Out of hours call handling is the management of inbound calls outside standard business hours, including evenings, weekends, and bank holidays. It goes beyond basic call answering by assessing calls, prioritising urgency, following escalation procedures, and taking defined actions in line with your business processes.

What is the difference between out of hours call handling and call answering?

Out of hours call answering focuses on receiving and passing messages, whereas out of hours call handling involves actively managing calls. This includes qualifying enquiries, logging incidents, escalating emergencies, updating systems, and dispatching on-call teams where required.

Is your out of hours call handling service available 24/7?

Yes. Our out of hours call handling service operates 24 hours a day, 365 days a year. This includes overnight coverage, weekends, and bank holidays, ensuring continuity whenever your in-house team is unavailable.

Can your operators work within our systems?

Yes. Our operators can work directly within your systems to log calls, raise tickets, update records, and follow agreed workflows. This ensures actions are taken in real time and provides accurate, consistent records across your business.

What reporting do you provide for out of hours call handling?

We provide structured reporting covering call volumes, reasons for contact, escalation activity, response times, and unresolved issues. All calls are recorded, giving full visibility and supporting performance monitoring, auditing, and continuous improvement.

Speak to our UK out-of-hours specialists today to discuss your call handling requirements.